Supervisor Call Center

: Overview: Supervisor- Call Center 0700-2230 (rotating 8 hours shifts between supervisors), rotating weekends, and call responsibilities Full-Time Benefits, 40 Hours/ Week This position assists in managing the day-to-day operations of the IntelliCenter utilizing quality, cost effective patient care principles. Supervises a team of call center agents, which may include clinical and nonclinical staff. Monitors queue and keeps call center staff aware of inbound calls, calls waiting, queued calls in order to help navigate appropriate staff into different areas to support volume needs as it fluctuates. Motivate and encourage agents (nursing staff and Patient Service Representatives) through positive communication and feedback. This position has a Primary Remote designation, as the team is primarily remote and technology and educational processes allows for remote interaction supporting the educational process. Options to work at a designated UnityPoint workspace will be considered upon request and as space becomes available. Responsibilities: Operations

• Supervises the daily operations of the IntelliCenter. Contributes to the maintenance of high quality, cost effective services consistent in support of UnityPoint Clinic strategies and service delivery goals (Key Performance Indicators).
• Instructs/coaches and monitors with various methods to lead staff so that a high level of quality and productivity is maintained , intervening when necessary to problem solve.
• Monitors service metrics and assists as necessary including adjusting staffing levels, proactively utilizing PRN staff and filling open shifts as needed. Covers on call duties as assigned by the manager.
• Maintains awareness of applicable laws and/or regulations affecting call center operations. Remains current on law/regulation changes, recognizes implications to the organization and recommends courses of action to ensure compliance.
• Demonstrates ability to consistently meet the department work schedule which may require daytime, afterhours and holiday coverage as we are primarily an after-hour service line and operate 24 hours a day, seven days a week.
• Perform rounding activities with assigned team at least once a month.
• Complete a shift report identifying successes, challenges, staffing detail, technological issues, and complaints
• Clinical supervisor will spend a minimum of 2 hours per week supporting triage calls.
• Nonclinical supervisor will spend a minimum of 2 hours per week supporting PSR call types.
• Support training initiatives as needed.
• Participates in quality audits.
• Participates in issue investigations and resolution.
• Participates in educational efforts and dissemination of information to staff.
• Supports recruitment and onboarding activities.
• Create effective channels of agent feedback.

Strategic Planning

• Assists in the development of policy/procedure and guidelines for safe, efficient operation of the department.
• Recommends short- and long-term strategies to meet the call center goals for service and clinical support. Assists with the achievement of objectives and necessary modifications for attainment of goals.

Leadership

• Exhibits discretion and sound judgement in all aspects of the job.
• Represents UnityPoint Clinics in a professional manner. Promotes positive interpersonal relations and serves as a role model within the department and with UnityPoint Clinic personnel.
• Creates an environment that promotes staff empowerment.
• Displays creativity and innovation when making recommendations for improvement in the delivery of services to the customer
• Demonstrates the ability to be fair and impartial while maintaining a professional relationship.
• Communicate with Managers regularly to review service issues and opportunities for improvement to ensure the delivery of high-quality service to all internal and external customers.
• Drive clinical excellence through professional development activities of team members through team and individual rounding.
• Provide leadership to ensure effective, efficient office operations, optimizing performance and continually improving quality of care in a vastly changing health care environment.
• Responsible for creating a culture of collaboration innovation, learning, teamwork, and professional practice, consistent with the mission, vision and values of UPH.

Qualifications:

• Graduate of an accredited program for Registered Nurses required
• Unrestricted Iowa or practicing state license and will maintain secondary licensure to perform role in UPH service areas.
• Bachelors Healthcare Administration or BSN preferred
• 2 years clinical nursing experience providing direct patient care or equivalent work experience
• Prior supervisory of nursing team in a call center environment preferred